Author Archives: wcmaier

Intermittent web access issues

Our monitoring system alerted our engineers to issues affecting the Simple web application. The mobile applications and financial operations are unaffected. We’ll update here as we make progress. Thank you!

5:20 PM PT: Engineers have worked around the underlying issue, reducing the access issues in the web application. We continue to work to fully resolve the underlying problem.

5:30 PM PT: We have resolved the underlying issues and observe no further problems with the web application. Thank you for your patience!

Mobile API interruption

10:53 PT: Engineers are investigating errors accessing the mobile API. We’ll update here as we make progress.

11:15 PT: Engineers have resolved the issue and API requests are now succeeding. Thanks!

Ongoing account issues following maintenance

We’ve received reports that a small number of customers may be experiencing the following issues stemming from our recent scheduled downtime. We’ll continue updating below as we make progress. If you need support with something urgent that’s not listed here, please send our customer relations team a support message. Thank you!

Updated 2014-10-31:

Transaction and Balance

  • We have observed that some signature returns are not posting correctly to customer’s accounts. Engineers are investigating this issue.
  • Some transactions are not displaying on the Activity list. These transactions were processed normally and they are reflected in customer balances. We are working to display them to customers. This may cause Reports and transaction exports to display incorrect balances.

Statements

  • August and September statements have been temporarily delayed. We’re working to make them available soon. If you need a statement urgently, please give us a call at 888-248-0632

Onboarding

  • We have paused new customer applications since the conversion while we focus on the remaining issues affecting existing customers. This ensures that we can focus our time dealing with ongoing concerns and once ready, provide new customers with a smooth onboarding experience.
  • Customers with applications in process are unable to sign in.

Resolved Issues

Updated 2014-10-31

  • We resolved a display issue with payments where payments scheduled more than 30 days in advance were not visible until processed.
  • We successfully resolved a display issue that some customers were observing, where the ‘Scheduled Activities’ section of the balance breakdown was displaying an erroneously high sum.
  • Some customers approved while our onboarding service was disabled were able to sign in to Simple, but unable to activate their cards. We have resolved this issue by sending these customers new cards that may be activated and used normally.
  • Engineers have resolved an issue where the Safe-to-Spend balance temporarily displayed a higher amount than a customer had available in their account. This occurred when a settled charge was not deducted from the Safe-to-Spend until another transaction occurred.
  • We have resolved an issue with scheduling payments that was causing the scheduled arrival date to shift one day forward.
  • Check hold issues have been resolved, and check funds are being released on the normal schedule. However, when a check hold is released, your displayed balance may not appear to increase until another transaction is made. We’re looking into improving this user experience.
  • We resolved an issue that was causing PIN transactions to be delayed.

Update 2014-9-04

  • We continue working to correct balance display issues.

Update 2014-8-28:

  • We have removed any transactions in your Activity that were displayed more than once, in error. Only the original transaction is now displayed.

Update 2014-8-25:

  • We have successfully processed the delayed transactions that were authorized prior to the 6th. If any of your transactions were affected, they are now displaying properly on your transaction list with the date the transaction was authorized.
  • We continue to work on payment display issues. We’ve observed that some payments disappear from the ‘Scheduled Activities’ section of the app during processing. They will reappear in the ‘Activities’ section when they are completely processed, which may take several hours.
  • We’re investigating card declines due to balance discrepancies caused by duplicated or delayed transactions. If your card is unexpectedly declined, please send us a message through your account so we can investigate. If your situation is urgent, please give us a call at 1-888-248-0632.

Update 2014-8-22:

  • We have applied a fix for the payment processing issues that we were experiencing, and payments will be sent successfully. Some payments that were previously sent electronically will temporarily be sent as a paper check.
  • We continue to investigate payment display issues.

Update 2014-8-21:

  • We continue to work to address issues with payment processing and display. We recommend making important, time-sensitive payments with your Simple card or via auto-debit with your account and routing number.

Update 2014-08-20:

  • We’re investigating issues with Square Cash deposits. If you’re expecting a credit via Square Cash and it is displaying improperly or it seems to be delayed, please contact our customer relations team by sending a message through your account.

Update 2014-08-19:

  • Our team is working to address issues with payment processing and display. Known issues include the fact that Payments scheduled to be sent more than 30 days in the future may not be displayed. Please monitor your payments, and if you see anything that concerns you, contact our customer relations team by sending a message through your account.
  • We continue to work on processing delayed transactions that were authorized prior to August 6th, and on improving the way duplicated transactions and their reversals are displayed.

Update 2014-08-15:

  • Many of the erroneously duplicated transactions have been reversed, and we’re working to reverse those that remain. In some cases, the duplicated debit may not be displayed, but the reversal credit is. This is a display error that we’re working to resolve.
  • Some transactions that occurred on August 6th were subject to a delay in processing. These charges are being processed now. The pending pre-authorizations for these charges may have fallen off, so the completed charge will have a different date than the original card swipe.

Update 2014-08-14:

  • Check holds: We’ve observed issues with the way check holds are displayed. When a check hold expires, the pending hold will disappear and the funds from the check will become available, but your balance may not appear to increase. Swiping your card will cause your balance to update and display the check funds.
  • Duplicated transactions: New transactions will not be duplicated. We continue to work to remove previously duplicated transactions from accounts.
  • Fluctuating balances and Safe-to-Spend : The situation is stable since the previous update.

Update 2014-08-13:

  • Duplicate transactions: Some customers continue to report duplicate transactions. We’re working to remove these from accounts.
  • Fluctuating balances and Safe-to-Spend: Following the last week’s scheduled downtime, some transactions were subject to a delay in processing. We’re processing these transactions now, and as they appear, balances and Safe-to-Spend will adjust to reflect these transactions.

Update 2014-08-11:

  • Duplicated Transactions: Your balance is not affected by this display error and duplicated debits have been automatically reversed. Our team processed two sets of transaction data for some purchases during last week’s scheduled downtime, causing some transactions to display twice. We’ve identified the source of the duplicate data and applied a fix, so future transactions should come through normally.
  • Holds and Available Balance: Pending transactions that were processed shortly before or after our maintenance window may be taking longer than usual to clear. Remember, Pending transactions are automatically deducted from your Safe-to-Spend. This issue will resolve itself as transactions clear.
  • Payment Goals: Some Payments may have been dissociated with their respective Goals and deducted from your Safe-to-Spend. To troubleshoot, delete and reschedule the payment. Or you can transfer funds from the associated Goal back to your Safe-to-Spend.

Intermittent disruption to web, mobile

Our monitoring alerted engineers to intermittent failure to load our web or mobile applications. Financial operations are unaffected, so swipes and deposits can be performed as usual. We’re investigating now and will update here as we make progress. Thank you!

0951 PT: We have found and resolved the cause of the intermittent failures to load the web application. We continue to debug elevated latencies between internal APIs but expect no further customer impact.

Onboarding disabled

We disabled our Onboarding service at the beginning of the scheduled maintenance earlier this week. We plan to keep it disabled while we perform ongoing maintenance to other services. While Onboarding is disabled, new customers will not be able to open Simple accounts. All submissions via simple.com will instead receive a link to our application form as soon as we begin accepting new customers.

We’ll update here as we make progress re-enabling Onboarding.

Ongoing maintenance

We continue to work on issues stemming from our recent scheduled maintenance.

1350 PM PT: Engineers have applied a fix for the interruptions seen earlier today on the web application and mobile APIs.

1150 AM PT: Engineers are continuing their work to fix the intermittent issues we saw earlier. We are monitoring the web application and mobile APIs and they have remained stable. We will provide an update in 1 hour unless we have new information to share.

The Onboarding service (new signups) remains temporarily disabled. In the meantime, emails submitted via simple.com will receive link to our application as soon as we begin accepting new customers.

1030 AM PT: Engineers continue to work on a fix to resolve the intermittent issues with the web application and mobile apis. Our next update will come in 1 hour unless we have new information to provide.

The Onboarding service (new signups) remains temporarily disabled. In the meantime, emails submitted via simple.com will receive link to our application as soon as we begin accepting new customers.

0930 AM PT: Both the web application and mobile APIs have remained stable since the last update. We continue to test our fix.

0900 AM PT: Our engineers have isolated the issue affecting the web application and mobile APIs; we’re working on a fix.

0830 AM PT: Our engineers are investigating intermittent issues with our web application and mobile APIs. We’ll update here as we learn more.

Ongoing maintenance

Our team continues to work around the clock on issues stemming from the recent extended scheduled maintenance (<http://status.simple.com/2014/08/04/payments-upgrades/http://status.simple.com/2014/08/05/scheduled-maintenance/). We will continue updating here as we make progress on these issues.

4:30 PM PT: We have made further progress on the check holds. We’ve also deployed additional resources to sustain load that proved problematic yesterday; we’ve confirmed that these new resources are handling load well today.

12:30 PM PT: Our engineers have fixed the issue that caused some PIN swipes to be declined. We continue to work on items around check holds.

11:30 AM PT: Our engineers are investigating reports that check holds are not being released. If you need access to your check funds immediately, please reach out to our Customer Relations team at 888-248-0632. We are also tracking reports that some card swipes requiring a PIN are being declined. Customers report that resetting the PIN via our mobile or web app allows them to use their cards for PIN purchases.